POS - Multiple Exchanges

Silvia_2104
Tourist
3 0 11

Hi,

At present, Shopify POS has a limitation on the amount of exchanges allowable. It only allows one exchange on a transaction.

 

Example:

If a customer purchases a pair of shoes, comes and swaps them for another size, and then decides that they want another shoe altogether. This isn't an odd purchase pattern, and occurs for one particular client at least twice a week.

 

The first exchange occurs as per normal, generating a new receipt etc. If you try to exchange the second order, it will not give the option of exchange and will only allow a refund on the Shopify admin. As the first exchange runs on 'exchange credit' however, if you do a refund it will not match up with the actual refund type (cash / credit / etc.). To me this seems like the exchange method is flawed and inflexible for real life retailer scenarios.

 

Shopify Support recommended using draft orders. This doesn't really fix my issue on POS, nor does it make sense to do - we can't anticipate which clients will want to do multiple exchanges. My only conclusion is that my client should refund every exchange and resell as a new product (which from memory is basically what they expected a merchant to do prior to the exchange function existing?). Has anyone else encountered this, and found a good workaround - this is going to be a dealbreaker for my client, who is already unimpressed with Shopify as a POS solution.

Replies 37 (37)
ajcardenas5
New Member
1 0 0

Agreed! So frustrating. Where does the exchange credit even go? Thankfully my customer is patient and understanding as I've figured this out but geez there should be a way to exchange multiple times. Come on shopify help us! 

AndrewGZA
New Member
1 0 0

Please can @Shopify fix this. 

lyates
Tourist
9 0 8

Every time I have to contact customer service, I tell them about the problem and ask to refer it to their developers......I am hoping the squeaky wheel gets greased......

lyates
Tourist
9 0 8

I have had this issue happen twice this week......I spent an hour each time on with Shopify support. What a waste of time.........I keep sending in feedback about how bad the problem is for us.

LBB67
New Member
1 0 0

I have given up in regards to this flaw I just tell my staff to manually do the exchange, write it down then give it to me and I fix it in admin,

just so the don't look like idiots when they tell the customer the POS only allows 1 exchange. How hard is it to increase the limit on

exchanges just a bit of coding I suspect yet we pay premium price for a pro POS system that has limitations.

I'd get out if I could but all my staff have used this system for years and retraining for another POS is a huge time factor and an expensive exercise.

Walter_Manning
Excursionist
24 0 34

Why has this known issue from 2019 still not been resolved? Anyone using Shopify at POS should be complaining like crazy about this. Are not enough stores using the platform for this to be an issue or do they all have really bad return policies that don't offer refunds in the first place?

 

We recently opened a new store and we have Shopify POS and the Shopify Tap Card Reader. In our other location we have an external card reader so we can always figure out a dumb workaround for a multiple refund and make it work. It's messy and time consuming but the customer at least gets their money back in the end. 

 

With the Shopify Tap Card Reader you cannot offer multiple refunds on a single transaction. There's nothing you can do to get them their money back if they've been issued a refund for some of the items on the initial transaction already. You can pay them out cash if you have that lying around, but you won't be able to make a record of it in the system.

 

One workaround is that any time you have a customer trying to issue a refund for a few items from a transaction that has multiple items is to refund the entire transaction the first time. Resell what they've kept to them so they have a new transaction that they can use for refunds down the road if need be. Sloppy. The rub is that refunds through the tap reader take 2-4 business days to appear back on a customers card so they'll be out some money for a few days and bound to let you know about it one way or the other. 

 

I'm just amazed that I'm paying for a pro account and this hasn't been rectified. It seems so retail 101 to me. Is this a big ask? I can't stress enough just how dumb it makes us look. Time for this one to be a priority. 

brockpw
Tourist
6 0 9

With the Shopify Tap Card Reader you cannot offer multiple refunds on a single transaction. There's nothing you can do to get them their money back if they've been issued a refund for some of the items on the initial transaction already.

 

I follow this thread pretty closely just due to the fact that I, like you, am frustrated with the amount of hoops you need to jump through to make a refund happen. Before I elaborate any further, I want to know more about your specific use case. Can you give an example of why you would need to offer multiple refunds on a single transaction? I have always been able to offer the full amount of the purchase back to the customer, but only after returning the funds (+items) to "exchange credit", then making my way back to the original "mothership" order number. (The original order number). 

 

Regarding why this hasn't been solved. I can only imagine that they are years down the path of stacking code on code on code, and to fix this issue might require and entire rework of their code base. I have no clue if that is true, but an often seen occurrence.

Walter_Manning
Excursionist
24 0 34

Why I would need multiple refunds:

Customer buys 10 items. Customer returns 3 items the next day. The day after that they return 3 more items. It doesn't happen all the time but it happens. Some people can't make up their mind. 

 

The workaround you reference doesn't work with the Shopify tap reader which was the entire point of my post. 

 

Don't fool yourself: Shopify has the resources to make this happen. It's just not a "priority" despite this being pretty fundamental to a POS system.